Sarah shares what’s on the hearts and minds of the Future of Field Service community when it comes to International Women’s Day 2025 and its theme to #AccelerateAction.

In this episode of the Unscripted podcast, host Sarah Nicastro welcomes Rob Kalwarowsky, an executive coach, author, and TEDx speaker, to discuss breaking the cycle of toxic leadership. Together, they:

• Explore Rob's background in heavy industry and his firsthand experience with toxic workplace cultures

• Define six distinct types of destructive leadership, including arrogant/violent, abusive narcissist, ghost manager, messy boss, passive-aggressive, and passive egocentric

• Discuss how modern leadership needs are evolving, particularly with younger generations demanding more empathetic and inclusive management styles

• Examine the importance of self-leadership and mindset work in becoming a better leader

• Highlight the significant gap in leadership training, with 85% of promoted managers receiving no formal training

• Consider the role of organizations in addressing toxic leadership and fostering positive workplace cultures

• Share examples of progressive leadership approaches, including companies that prioritize employee well-being and personal development

The conversation emphasizes that while toxic leadership remains prevalent, there are proven paths to creating healthier workplace environments that benefit both employees and organizational performance. Rob shares practical insights for leaders looking to improve their management style and break free from destructive patterns.

In this episode of the Unscripted podcast, host Sarah Nicastro welcomes Dave Cole, Director of Energy Strategy at Sizewell C, to explore the innovative shared resources model implemented in the UK's nuclear services sector. Together, they:

• Examine how Nuclear Services was created to address talent retention challenges and maximize resource utilization across multiple nuclear power licensees

• Delve into the unique aspects of operating in a highly regulated nuclear environment, including the importance of maintaining long-term technical expertise and regulatory compliance

• Explore the benefits of the shared resources model, including enhanced career paths for employees, improved resource planning capabilities, and increased opportunities for innovation

• Discuss the critical role of collaboration, trust, and shared purpose in making the model successful, highlighting how the organization operates as an extension of each licensee rather than a traditional supplier

• Consider the challenges and solutions in managing intellectual property, prioritization, and regulatory requirements across multiple licensees

• Investigate how technology and AI are being leveraged to drive efficiency and innovation while maintaining regulatory compliance

• Reflect on the potential application of this shared resources model in other industries, emphasizing the importance of trust, shared goals, and cultural alignment

The episode provides valuable insights for service organizations grappling with talent retention, resource optimization, and innovation challenges, while emphasizing the importance of creating a collaborative culture that values employee contribution and engagement.

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In this episode of the Unscripted podcast, host Sarah Nicastro welcomes Arnaud Billard, Senior Director for Applications and Service for Europe at Cepheid. Together, they:

• Explore the delicate balance between AI adoption and preserving human connection in service delivery, discussing how to navigate technology evolution while maintaining valuable customer relationships

• Examine real-world examples of when automated service falls short, sharing personal experiences that highlight the critical need for human empathy and understanding in complex service situations

• Discuss how service has evolved beyond "break-fix" to become a strategic business function, with field service professionals now serving as trusted advisers who gather crucial customer intelligence

• Delve into the irreplaceable human elements of service that technology cannot replicate, including relationship building, empathy, and the ability to identify unspoken customer needs

• Consider how AI should be leveraged to handle repetitive tasks while freeing up service professionals for higher-value customer interactions

• Explore the future vision of service where AI enhances rather than replaces human capabilities, with technology working in the background while human teams maintain customer trust and drive innovation

• Address the risk of over-automation leading to service commoditization, emphasizing the importance of maintaining service as a key differentiator through meaningful human connections

The conversation provides valuable insights for service leaders navigating the AI revolution while protecting the human elements that make service truly valuable. Billard's perspective offers a balanced approach to technology adoption that enhances rather than diminishes the customer experience.

If you enjoyed this episode, make sure to subscribe, rate, and review on Apple Podcasts, Spotify, and Google Podcasts. Also, subscribe to our newsletter right here: https://www.futureoffieldservice.com/the-insider

In this episode of The Unscripted Podcast, host Sarah Nicastro is joined by Maureen Azzato, Portfolio Director for Manufacturing and Field Service Events at Worldwide Business Research (WBR), to discuss the current state of AI in field service. Drawing from WBR's recent research, they explore the industry's adoption trends, successful use cases, and common implementation challenges. 

Maureen shares insights on how early adopters are leveraging AI for operational efficiency, knowledge management, and improved customer satisfaction, while addressing concerns about integration, costs, and change management. They also discuss the future of AI in field service and preview upcoming topics for the Field Service Palm Springs 2024 event.

If you enjoyed this episode, make sure to subscribe, rate, and review on Apple Podcasts, Spotify, and Google Podcasts. Also, subscribe to our newsletter right here: https://www.futureoffieldservice.com/the-insider

In this episode of the Unscripted podcast, host Sarah Nicastro welcomes Sara Mueller, an Emotional Intelligence (EQ) Keynote Speaker, Leadership Trainer, and Executive Coach, for a discussion around the misconceptions about EQ, the most common missteps across the four pillars of EQ, and what to do in each pillar that works.

Sara has over 15 years of experience in the field. After transitioning from a successful career in the field service industry, Sarah dedicated herself to exploring EQ and self-mastery, driven by her own journey through burnout and personal challenges. She has worked with Fortune 1000 executives and has published a book on the subject, The Balanced Life Blueprint.

If you enjoyed this episode, make sure to subscribe, rate, and review on Apple Podcasts, Spotify, and Google Podcasts. Also, subscribe to our newsletter right here: https://www.futureoffieldservice.com/the-insider

Future of Field Service Website

In this episode of the Unscripted podcast, host Sarah Nicastro welcomes Joern Lindstaedt, SVP for Global Customer Service at Rolls-Royce Power Systems, who was acknowledged as a Future of Field Service Stand Out 50 leader last year. Joern shares his views on what service leaders must do to navigate the looming silver tsunami.

Joern has over 20 years of experience in customer and product support in aviation, transportation, and power generation. With a career that began in aviation as an airplane mechanic and evolved through various service roles at leading OEMs, Joern brings a wealth of experience in leading global, cross-functional teams, as well as developing and implementing global service support strategies and MRO networks.

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As we gear up for all the action 2025 is sure to bring our way, host Sara Nicastro welcomes Roy Dockery, once again, for an insightful and provocative episode of Unscripted. The Director of Field Service Research at TSIA brings new perspectives backed by recent experiences to the conversation, shining a light on the critical ways in which field service leaders need to adapt and change their leadership styles this year. 

Tabling thought-provoking ideas, the two discuss the many shifts that need to take place, the first being that of a shift away from a culture of complaining with field service organizations. The conversation underscores the role of service leaders in fostering a positive workplace, emphasizing the necessity of being a “translation engine”, learning to speak the language of other departments, ensuring that their insights and challenges are understood and addressed at the executive level. They further unpack the importance of values like empathy, curiosity, proactiveness and collaboration, which can elevate the impact of field service leaders in the industry. They also consider the impact of AI and automation on the field service industry, discussing how leaders can remain relevant by focusing on strategic thinking and emotional intelligence rather than getting bogged down in tactical firefighting.

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While host Sarah Nicastro doesn’t believe anyone can truly predict the future, in this episode of the Unscripted Podcast, she shares what she expects 2025 will bring based on interactions with the Future of Field Service community and featuring insights from the Stand Out Service Trends report.

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In the second half of this episode of the Unscripted Podcast, host Sarah Nicastro reflects on the top Unscripted podcast episodes of 2024, celebrating the inspiring guests, diverse topics, and invaluable insights shared throughout the year. Sarah delves into conversations on neurodiversity, authenticity in leadership, mental health awareness, and more with Tristan Lavender, Roy Dockery, Tim Spencer, Marco Hugo Guiterrez, and Rob Stephenson.

If you enjoyed this episode, make sure to subscribe, rate, and review on Apple Podcasts, Spotify, and Google Podcasts. Also, subscribe to our newsletter right here: https://www.futureoffieldservice.com/the-insider